Associate Director, Client Solutions Management

Job Description

Our company is seeking an Associate Director, Client Solutions Manager to support in improving the purpose, people, and process of the Client Solutions team, to get as high a multiplier effect on our collective outcome as possible. In this collaborative management role, you will build off a deep understanding of our business offerings, the needs of our clients, as well as the internal needs of the organization to enable scalability and growth. You will partner with cross functional leads, sales, and client solutions to develop winning media solutions, increase revenue, and increase client retention for CitrusAd and the Retailer.

Responsibilities:

• Owns post sale delivery and incrementality of existing relationships/campaigns
• Partners across core disciplines (Sales, Ad Ops, Analytics, Finance) to provide support, escalation, and streamlined ways of working to ensure effective and efficient client support and execution
• Partners with Ahold-Delhaize leadership (SVP, Sales, Sales Ops, Marketing, etc.) to provide the Sales and Account Management team with the tools, resources, and support needed to drive sales and client outcomes.
• Leads, mentors, and empowers a group of Account Managers to achieve the desired outcomes that contribute to the growth of the business
• Supports in the hiring and training of new hires, and ongoing coaching and mentoring as needed
• Drives productivity and engagement across Account Management team (drives multiplier effect)
• Manages up wins, areas of opportunity, and risk
• Establishes, documents, and maintains processes that support an efficient workflow
• Serve as the lead point of contact for all customer account management escalation matters
• Build and maintain strong, long-lasting client relationships
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Owns Delivery Reporting and strategic planning
• Collaborates with sales team to identify and grow opportunities
• Assist with challenging client requests or issue escalations as needed
• Supports the Senior Director, Client Services with building and delivering trainings that will level up CSMs
• Support in developing media plan recommendations based on retailer product knowledge, keeping in mind individual brand performance goals and growth

• Support material creation from initial sales pitch to campaign completion, including contract creation, overseeing creative and asset management and platform setup and execution.

• Ensure 100% accuracy with CRM data input and campaign setup including but not limited to paperwork

• High-level understanding of performance metrics and analytics to deliver confident feedback to the suppliers/brands, as needed (and as supported by the Analytics team)

Other:

• Challenge yourself to become an expert in digital media channels for maximum impact – including display, mobile, search, social and online video, among others

Requirements / Skills

• BA/BS degree or equivalent
• 5+ years of account management, client success, ad operations, analytics and/or sales experience
• 5+ years of management experience
• Excellent interpersonal communication skills

• Solution oriented mindset / Analytical thinker
• Technical aptitude and the ability to pick up new technology quickly
• Efficient time management skills – able to sustain timeline management and campaign deliverables 
• Strong organizational skills
• Proven thought leader in strategic planning and operational efficiencies 
• Ability to work under pressure and adapt quickly to adverse situations
• Experience in various Ad Server platforms and/or the ability and willingness to learn quickly
• Working knowledge of retail, ecommerce, and digital industry 
• Experience in with planning/CRM platforms (Preferably Salesforce, Placements.Io)

• Problem-solver with investigative skills

Additional Information

About CitrusAd

CitrusAd is a leading retail media company and part of Epsilon, a global advertising and marketing technology company. The CitrusAd platform sits at the center of Epsilon’s comprehensive, scalable retail media network offering. By harnessing the power of first-par